Director of Retail Sales

Job Description

Job Description

CLASSIFICATION: Exempt

REPORTS TO: Chief Banking Officer

DATE: May 18, 2026

Position TypeNew

Job TitleDirector of Retail Sales (EBDDRSXX) / First/Mid-Level Officials and Managers

Hiring ManagerLauren Kimlel (Lauren Kimlel)

Total Number of Positions1

LocationsFederal Street, Bluefield WV (FEDST) +5

Worker Category--

Worked in CountryUnited States (US)

Business Unit--

Home Department336 Retail/Branch Admin (000336)

Target Requisition Close Date09/01/2026

Marked as an Evergreen JobNo

Recruiter Details

NameTammy Ours (Tamara Ours)

View email address on ziprecruiter.com

Phone--

Fax Number304-530-0607-70607

Reason for Hire--

JOB DESCRIPTION

Summary/Objective

The Director of Retail Sales is responsible for developing, implementing, and sustaining a best-in-class sales and service culture across the Retail Banking Division. This role provides leadership, coaching, and oversight to ensure consistent, customer centric sales execution that drives deposit growth, deepens customer relationships, and reinforces the Bank’s reputation for Service Beyond Expectations (SBE).

This individual will be responsible for translating Retail’s Strategic Priorities related to sales and deposit growth into actionable behaviors, equipping frontline teams with the tools and skills to succeed, and ensuring disciplined execution to achieve defined sales goals and service standards.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sales & Service Culture Leadership

• Lead the development and execution of a sales and SBE focused culture aligned with the Bank’s mission, values, and community banking philosophy.
• Establish clear expectations for customer engagement, needs‑based selling, and service excellence across the retail channel.
• Act as a visible champion of retail sales standards, ensuring consistency across regional markets, branches, and teams.

Strategy Development & Execution

• Translate Retail Strategic Priorities into actionable sales initiatives by developing and implementing a comprehensive retail sales strategy focused on core deposit growth, product penetration, and relationship deepening .
• Partner with Retail Operations, Marketing, Product, Learning & Development and other partners to align campaigns, tools, and training with sales objectives.

Coaching & Talent Development

• Provide direct coaching and guidance to Retail leadership (Area Managers, Community Bank Managers, and Relationship Bankers) to strengthen sales capabilities.
• Ensure sales initiatives align with local market needs.
• Develop and reinforce a coaching culture , ensuring leaders are effectively training, observing, and developing frontline staff.

Performance Management & Accountability

• Monitor Retail sales KPIs, scorecards, and success metrics.
• Analyze performance trends, identify gaps, and implement targeted improvement plans.
• Ensure consistent execution of sales processes, referral expectations, and customer conversation standards.

Training & Enablement

• Partner with Learning & Development to identify skill gaps and support the delivery of sales training.
• Ensure frontline teams have effective tools, talking points, and resources to confidently engage customers and prospects.
• Reinforce training through follow‑up coaching, field observations, and ongoing reinforcement.

Collaboration & Cross‑Functional Leadership

• Work closely with internal partners to ensure sales initiatives align with operational standards, compliance requirements, and SBE standards.
• Collaborate with internal partners (Business Banking, Wealth, Mortgage and Treasury Management) to strengthen referral pipelines and integrated relationship management.
• Serve as a key advisor to senior leadership on retail sales trends, opportunities, and risks.

Other Duties

• Other duties as assigned

Skills/Abilities

• Deep understanding of consumer banking products, deposit strategies, and customer engagement best practices.
• Sales Leadership & Coaching Excellence
• Strategic Thinking & Execution
• Relationship Building & Influence
• Change Management
• Performance Analytics & Accountability
• Communication & Presentation Skills

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in an office setting, including within our network of branches. The opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Must be able to perform regular travel to branch locations within the Bank’s footprint.

Education and Experience

• Minimum of 10+ years of progressive experience in retail banking, sales leadership, or branch management.
• Demonstrated success leading sales performance in a community or regional bank environment.
• Strong background in sales coaching, performance management, and cultural transformation.
• Bachelor’s degree in Business, Finance, Marketing, or a related field (or equivalent additional related experience).

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

CLASSIFICATION: Exempt

REPORTS TO: Chief Banking Officer

DATE: May 18, 2026

JOB DESCRIPTION

Summary/Objective

The Director of Retail Excellence is responsible for the end-to-end operational health, physical infrastructure, and human capital efficiency of the bank’s retail division. You will serve as the primary architect for how products and services are delivered to our clients, ensuring that every branch and ATM operates with precision, every employee is equipped to succeed, and every square foot of our physical footprint is optimized to deliver top quartile returns.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strategic Operations & Governance Excellence

• Policies & Procedures: Own the lifecycle of retail banking manuals. Ensure all operational workflows are compliant with federal regulations while remaining frictionless for the customer.
• Executive Liaison: Act as the primary strategic partner to the COO, translating high-level vision into actionable operational roadmaps.
• Risk Management: Partner with Audit, Risk and Compliance to mitigate operational risk within the retail network.

Risk Governance (Three Lines of Defense):

• Demonstrated understanding of first line of defense responsibilities and control ownership in a bank operating at >$10B in assets.
• This includes proactively identifying and assessing operational risks within the bank’s moderate risk appetite; establishing, executing, and monitoring controls across the retail network; self-identifying issues and self-correcting; improving processes and controls to prevent recurrence; and implementing timely corrective actions to address control gaps and deficiencies.
• As the first line of defense, this role is accountable for managing risk at the point of origin—not simply adhering to procedures.

Network & Facility Optimization

• Branch & ATM Strategy: Lead the physical delivery strategy. Use data analytics to determine site selection, branch closures, and the deployment of advanced ATM/ITM technologies.
• Facilities Management: Oversee the physical environment of the retail network, ensuring brand consistency and modern functionality across all locations.

Human Capital & Performance Engineering

• Staff Modeling: Develop and maintain staffing models to ensure optimal staffing levels based on transaction volume, seasonal peaks, and sales targets.
• Training & Development: Direct retail training to create robust onboarding and continuous education programs for branch personnel.
• Incentive Design: Collaborate with Finance and HR to design, implement, and track incentive structures that drive the right behaviors and reward high performance.

Process Excellence

• Fulfillment Efficiency: Identify bottlenecks in account opening, lending, and service workflows, utilizing Lean or Six Sigma methodologies to streamline delivery.
• Reporting & Analytics: Establish Key Performance Indicators (KPIs) for the retail line of business and provide monthly performance reports.
• Understanding of Client Experience: Work closely and communicate often with Chief Client Experience Officer to understand issues addressed raised by clients and develop proactive preventative solutions.

Other Duties

• Other duties as assigned

Skills/Abilities

• Exceptional ability to present complex issues and work with enablement functions and other support areas to resolve them.

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Limited local travel may be required for this position.

Education and Experience

• 10+ years in retail banking leadership, specifically in operations or network management required.
• Bachelor’s degree in Business, Finance, or Operations (or equivalent additional related experience) required.
• MBA preferred.
• Proven track record of managing large, cross-functional teams and multi-million dollar budgets.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.